Written by Greg Alcorn on August 11, 2011
When I was a cheerleader in high school and college, my coaches would always say, without fail “You never know who’s watching.” Well, you never know how true this is until someone surprises you. On July 11th, I spent the entire day with United Way. Since GCS contributes to the United Way campaign every year,
Written by Greg Alcorn on August 9, 2011
With the 10 year anniversary of the company comes 10 year employee anniversaries, too. This summer saw the first 10-year employee anniversary. Ron Rowan was recognized at the Strategic Planning Session in Salisbury in June. We sat down with Ron to find out what he thinks about celebrating this milestone. Prior to joining GCS, what were
Written by Greg Alcorn on August 8, 2011
In the 1980’s, Philip Crosby came up with the Four Absolutes of Quality. We have used the Four Absolutes as the foundation for planning sessions, key decision-making and process improvement. I’m not a big fan of how Dr. Crosby originally wrote his Absolutes, so I’ll paraphrase: Conform to client’s expectations Prevention, not appraisal Zero defects
Written by Greg Alcorn on August 1, 2011
As part of a project for my Masters course at Gonzaga University, I interviewed Jack Whitt, northern regional director, to discuss communication practices at GCS. Jack has been with GCS since nearly its inception and has seen the company grow over the past ten years. His experience and input was valuable to the communication audit
Written by Greg Alcorn on July 13, 2011
What’s that saying –“Rome wasn’t built in a day.” Who even has an hour these days? Let’s face it: a lot goes on at a contact center. You have shift changes, shift meetings, new hires, training, calls, coaching, breaks -the list goes on. With all that activity, effective communication is necessary to keep all associates on the same page. A small breakdown in communication could lead to potentially disastrous missteps. Effective communication can mean minimal mistakes, easier transitions, smooth workflow and happier associates. What do happier associates mean for your site? That’s right- better performance!
Written by Greg Alcorn on July 6, 2011
Recently I attended my first outsourcing road show which was designed for buyers and providers of Outsourcing Services to openly discuss current challenges. Although a percentage of the road show was focused on unique challenges to the IT/application development space, most topics were very applicable to contact center outsourcing as well. This full-day event was
Written by Greg Alcorn on June 7, 2011
We did a webinar with the ABIA yesterday. We covered some marketing and communication tips and best practices for your agency. Here are some of the tips that were covered. 1. Feet on the Street still work Keep yourself visible at all times. Promote your agency both internally and externally. Everyone you know should know what
Written by Greg Alcorn on April 21, 2011
If a genius and a moron had a conversation, which one would learn the most? There is an old proverb that starts by asking “if a genius and a moron had a conversation, which one would learn the most?” The answer – “the genius” because the genius is naturally and constantly curious, while the moron
Written by Greg Alcorn on March 31, 2011
Found this article on BNET the other day and thought it was interesting. Could a Customer Be Your Best Salesperson? | BNET.
Written by Greg Alcorn on March 8, 2011
Neat Little Article. A to Z of Customer Service of Call Centers | Call Center Cafe.